Forrest Christian (List Account) writes: > I'm also wondering if this might be a "no one that has got the request > actually has a clue how to resolve your issues" issue. I've seen > situations where companies don't know how to respond to a request outside > the most common requests they get. Sometimes some enterprising employee > will also totally misunderstand your request and do stupid things like do > exactly opposite what you want them to do like remove correct information > in an effort to "fix the incorrect info". And sometimes employees convey > "we don't have a clue" as "we don't do that".
I long ago resigned myself to the reality that the first response to any ticket will be a pointless, irrelevant, and mostly content free reply from somebody who didn't even make an effort to actually read the ticket. It generally takes three rounds before the ticket gets to somebody with a clue. This applies across the board to pretty much every vendor/supplier these days :-( > Have you tried any other backchannels other than NANOG? Like peeringdb > contacts (if you have access) or maybe through linkedin or something like > that? Someone from Aptum did get in touch and says they will apply the mallet 'o understanding to the appropriate people inside estruxture. I don't think estruxture were the actual problem, but if I get a fix to the problem, that's good enough. For now. > Or threaten to change providers at the earliest possible moment? Our current contract is up in about two years. Based on what we've seen out of estruxture/Aptum over the last couple of years, I'm certainly going to investigate alternatives. Bell has much more modern colo < two blocks from our office. Now would be prime time to start planning for a move. --lyndon
